Transcript World Class ICT Provision

Camden Council
CRM or not CRM that is the question !
Friends, colleagues, countrymen, lend me your ears;
Do we come to bury CRM, and not to praise it;
The evil that Systems do lives after them,
The good is oft interred with their bones,
So let it be with CRM...
CRM it is – at least to the IT
Department ....
“Information Technology has a polarising effect on
managers ; it either bedazzles or frightens. Those who are
afraid of it shun it, while bedazzled IT Departments
frequently become prisoners of their own fascination,
constructing elaborate technology architectures and
enterprise information models…But such technocratic
solutions often specify the minutiae of machinery while
disregarding how people [work ]”
Thomas Davenport – Harvard Business Review March – April 1994
Sound familiar????
CRM – The e-government
Imposition
E-government positioned CRM
as a technology seeking a
solution rather than as a
solution to a business need
Legacy : To many users CRM
is a technology straitjacket
that ties the organisation in
knots, stops change
happening and costs more
money i.e. CRM it is not!!!
New Phase - Different national
focus shaping local delivery
Gershon Report
- Cost Reduction
- Staff Productivity
- Back Office Changes
Sir David Varney
- Shared Services
- Self Service
- Joined-up Services
Transforming Customer Service Beyond Re-engineering to Xengineering
Service Proposition
Participation
- Customisation
- Innovation
- Price
- Quality
- Speed
- Variety
- Service
- Level 1: Internal Redesign
- Level 2: Redesign Shared
with External Partner
- Level 3: Redesign with two
Others
- Level 4: Redesign with all 3
Key Plans
- Customers
- Suppliers
- Partners
Process
Process
- Inside (Traditional BPR focus)
- Inside Out (New BPR focus)
- Outside In (New BPR focus)
CRM – Camden’s Potted History
Registrars 2005
Adult Social Care
Housing Needs
HR
Electoral Services
Reception Points
Concierge
Building Control
Camden’s Customer
Relationship
Management System
Wellness Card
Camden Information
Helpline
Consumer Protection
Council Tax &
Benefits
Race Hate Helpline
Social Services Switchboard
Housing Self Assessment
Schools Admin. Service
Cashiers Payment System
Softphone
X-Engineering –V- Re-engineering
Customer Service
Re-engineering and X-engineering are alike in that they both
make it possible to greatly improve business performance.
They both require radical rethinking and fundamental
change, and they both have a process focus. Then they part
company. Re-engineering is applied within the organisation
largely to cut costs, raise quality and increase speed and
productivity…[X-engineering] promises vast improvements
in operations and processes across organisations, that is
among companies and their suppliers, partners, and
customers.
James Champy– X-engineering the Corporation
Just some of the Technology
Issues!!!
Citizen confidence in on line systems
and their privacy
Legacy systems, including CRM, that
were designed for a different purpose
Building a single and composite view
of the customer interactions across
external and internal services
Challenges of integrating disparate
systems
Master data index management
CRM evolving into enterprise case
management?
CRM or not is the question?
Yes and No - if only it was that
simple..
No as the driver of change
Yes as the enabler of change
BUT
Only in the context of a business
strategy with X-engineering as a
transformation methodology
With a clear place in the Council’s
Customer Service and Channel
strategy
Camden Council
CRM or not CRM that is the question !
“My heart is in the coffin there with CRM,
And I must pause till it come back to me.
“